Real-World Case Studies and Customer Success Stories with Qualtrics

Yamaha used Qualtrics to speed up product research and development. The company ran hundreds of quick-turn studies to get feedback... from musicians. During the Montage keyboard project, Yamaha surveyed customers and got 400 responses in hours. This helped them make fast decisions and avoid mistakes. Yamaha doubled their rapid research output and won top industry awards.
Show More..

LIXIL used the Qualtrics Experience Management Platform to improve employee and customer experiences. With EmployeeXM, LIXIL completed engagement programs in... weeks instead of three months. Employee engagement rose by 10% in the first five months. CustomerXM gave real-time insights in showrooms and helped increase customer lifetime value. LIXIL now gets insights 6 times faster and can act quickly to improve services and products.
Show More..

Qualtrics helped Mercado Libre improve customer and employee experiences across Latin America. MELI used Qualtrics to boost seller NPS survey... response rates from 2% to 25% by using WhatsApp. Customer service NPS improved by 10-15 points after making it easier to reach live associates. Employee engagement reached 85%. MELI ranked 4th for 'Greatest Places to Work' in Latin America. Qualtrics enabled MELI to quickly gather feedback and make changes for buyers, sellers, and employees.
Show More..

Qualtrics helped Shake Shack use customer insights to improve products and marketing. Shake Shack moved from gut-feeling to data-driven decisions... as it grew to over 500 locations. With Qualtrics, they linked customer experience and brand metrics, managed costs, and grew revenue. Product research led to renaming a lemonade, making it the top seller. The Hot Ones Chicken Sandwich brought in the most new and lapsed guests for a limited time offer. Shake Shack saw a 30% increase in likelihood to recommend and a 17% increase in locations.
Show More..

Qualtrics BrandXM helped Patreon gain deep insights into creator and fan needs. Patreon used the platform to track market trends... and measure brand awareness. The company achieved a 10-point increase in US awareness and 20 points in the UK. Patreon now has over 250,000 creators using its platform. Qualtrics enabled Patreon to make data-driven decisions and stay ahead of competitors.
Show More..

Qualtrics Experience ID helped Imperfect Foods capture 100% of its active customer base in rich profiles within three weeks. The company unified... customer feedback and transactional data to get a complete view of the customer journey. This enabled fast identification of issues, like damaged melons, and led to a significant decrease in customer complaints. Imperfect Foods now uses data-driven insights to improve customer experience and drive its mission to reduce food waste.
Show More..

Qualtrics EmployeeXM helped Chalhoub build a culture of continuous employee feedback. Before 2018, Chalhoub had no feedback culture and struggled... to understand employee needs. With Qualtrics, managers now use dashboards to act on feedback and improve retention and engagement. Chalhoub achieved double-digit growth in Employee NPS and a 75% survey response rate. SAP integration ensures timely surveys for candidates and new hires.
Show More..

Olam International used Qualtrics EmployeeXM to improve employee engagement and experience across 60+ countries. The platform gave 2,000 leaders real-time... insights and scorecards, helping them act quickly on employee feedback. Olam integrated EmployeeXM with SAP SuccessFactors for seamless onboarding. During the COVID-19 pandemic, Olam rapidly identified and delivered needed support to employees. Real-time data and expert support from Qualtrics helped Olam launch programs fast and cover its global workforce.
Show More..

Qualtrics helped the State of Iowa improve employee experience with a centralized EX platform. Iowa used Qualtrics to run annual... engagement and pulse surveys, plus ad hoc feedback projects. Managers used dashboards to find gaps and make action plans. Trust in leadership rose 20% in six months. Satisfaction with manager communication increased by 14%. Survey participation grew by 7 points year-over-year.
Show More..

Qualtrics helped the City of St. George improve communication and trust with residents. The city used Qualtrics to create a... ticketing system for website issues and gather feedback. This revealed problems in resident journeys and led to better customer service. Automated surveys and follow-ups ensured issues were addressed. The city also used feedback to guide budget decisions. Residents can now communicate with the city 24/7, and service delivery is more reliable.
Show More..

Qualtrics powers the SHARE MO program for the State of Missouri, enabling 15 out of 17 state agencies to adopt customer experience (CX) programs in just three years. Missouri used Qualtrics... to centralize feedback, improve data reliability, and streamline operations. Agencies now make better decisions with real-time data, saving time and costs. The program also won the Innovation in State Government Award from NASCA.
Show More..

Qualtrics XM Platform helped Post Office standardise customer feedback across 11,500 branches. The solution enabled real-time insights, automated ticketing, and... branch-level action plans. Post Office used AI-powered text analysis to track sentiment and spot trends. In 9 months, they saw a 4% increase in ease of doing business. Over 500 tickets are opened and resolved each month, improving customer experience.
Show More..

Qualtrics helped Essex County Council boost employee engagement to a 15-year high. The council switched from third-party vendors to Qualtrics... for real-time feedback and control. Employees can now give feedback from any device, and managers see live results within 24 hours. The council achieved a +10 year-on-year increase in engagement. Local teams use dashboards to act quickly on employee feedback.
Show More..

Qualtrics helped Intermountain Health improve patient, consumer, and caregiver experiences. They used Qualtrics to gather feedback at every touchpoint, from... clinical visits to website interactions. Intermountain Health achieved over 1.1 million responses to their experience index. High-performing teams saw a greater sense of belonging and fewer workplace injuries. Leader well-being rose above the 90th percentile globally. The platform enabled swift issue resolution and increased caregiver recognition.
Show More..

Qualtrics for Employee Experience helped Zoetis support 120 veterinary practices. The REVAMP initiative gave clinics tools to collect staff feedback... and spot burnout risks. Practice leaders used Qualtrics dashboards to improve team wellbeing and culture. AI features summarized feedback and suggested actions. Zoetis aimed to reduce stress and improve employee experience in veterinary teams.
Show More..

Qualtrics helped Memorial Hermann Health System improve patient experience by collecting real-time feedback. The team used surveys and QR codes... to spot and fix issues fast. After adding QR codes in outpatient and day surgery areas, NPS scores rose by 8.2% and 6.4%. In the Emergency Department, a new concierge and Qualtrics workflows led to a 10-point NPS increase. Patients got better service and faster help while still on-site.
Show More..

Qualtrics helped Ocean County Health Department reach more diverse communities and improve care delivery. OCHD used Qualtrics to analyze feedback... and address unique needs of groups like seniors and orthodox religious communities. Automation freed up staff to focus on care, supporting 30,000 families with only 40 team members. The new system improved feedback quality and helped identify at-risk children needing intervention. OCHD can now directly message 165,000 residents and engage more families from at-risk communities.
Show More..

Qualtrics XM helped L. L. Bean target outdoor family enthusiasts. The company used Qualtrics to gather insights in-store, online, and...through their call center. L.L. Bean aligned products and messaging to customer preferences, like gardening in spring. They achieved a 3x increase in average customer lifetime value and saw customer count rise for the first time in years. L.L. Bean also reduced SKUs by 50% for greater efficiency.
Show More..

Qualtrics helped Kroger create a culture of listening for its 500,000 employees. Kroger moved from annual surveys to ongoing feedback... using Qualtrics. During the pandemic, Kroger made over 30 policy changes based on employee input. The company used Qualtrics to launch DEI initiatives and support employee well-being. Kroger increased the impact of DEI efforts and enabled regular feedback from all employees.
Show More..

Qualtrics helped Dollar Shave Club validate a new market segment in just 2-3 weeks using AI-powered research. The company used... synthetic panel technology to quickly test consumer behaviors and brand perceptions. This approach gave actionable insights that matched human research, confirming market fit and brand positioning. Dollar Shave Club reduced research costs and accelerated decision-making, enabling thorough audience testing before major investment. The team gained confidence to expand into a new consumer segment.
Show More..

Qualtrics CustomerXM helped Clarins manage customer experience across 9 Asia Pacific markets on one platform. Clarins saw a 7+ point... NPS improvement and a 50% increase in feedback volume in 12 months. The solution unified digital and in-store feedback, enabled fast insights, and improved decision making. Integrations with Zendesk automated workflows and ticketing, boosting accountability and closing the loop with customers. Visual dashboards and mobile access empowered teams to act on real-time customer insights.
Show More..

Qualtrics OXM helped Ally Financial analyze all customer feedback using NLP and AI. Ally could now spot and fix customer... pain points across channels. Within months, the AI found 109 system issues and resolved 103. Ally achieved 10X more visibility into CX friction drivers. The company resolved 97% of issues from Voice of Customer surveys. Ally now anticipates and prevents customer problems before they happen.
Show More..

Qualtrics helped Mastercard break down data silos and centralize customer experience (CX) management. The customer insight team used Qualtrics to... unify feedback, automate vendor onboarding, and improve self-service. Mastercard saw an 11% increase in overall customer satisfaction (OSAT) for Billing and 8% for Mastercard Connect. Teams now use real-time dashboards to track feedback and drive product and service improvements. The CX program became a core part of Mastercard’s strategy, boosting adoption and results across the company.
Show More..

Qualtrics Site Intercepts helped Bankwest cut their credit card application exit rate by 48%. The bank used customer feedback to... redesign their site and improve digital experiences. Bankwest now captures feedback at many points in the digital journey. They make website changes in hours, boosting conversion and revenue. Customer satisfaction reached 90% after these improvements.
Show More..

Autodesk used Insights Explorer from Qualtrics to speed up survey analysis. Manual review of 2,000 responses took days. With Insights... Explorer, the team now finds key themes in under 5 minutes. This saves 4 hours of manual work per report. The research team can now focus on deeper analysis and accuracy.
Show More..

Microsoft used Qualtrics to manage its MySkills4Afrika program. The program connects 130,000 Microsoft volunteers with African startups and organizations. Qualtrics... helped Microsoft match volunteers to projects and collect real-time feedback. 86% of beneficiaries said the program made a sustainable difference. 98% of assignments supported Microsoft’s business goals. 97% of employees saw leadership growth. Microsoft impacted 2 million lives and achieved 86% program satisfaction.
Show More..

Qualtrics helped Samsara unite 12 teams and consolidate 10 tools into one customer experience platform in under a year. Samsara used Qualtrics... to operationalize customer feedback, enabling fast action on insights across product, sales, and service. The CX program delivered over 30 systemic improvements, including simplified contracts and product changes. Samsara's team used journey mapping and action tracking to drive measurable business value and improve customer experience.
Show More..

Qualtrics helped JetBlue manage its customer experience program. JetBlue used Qualtrics to combine brand and transactional data in one place.... This let JetBlue find what mattered most to passengers and act fast. JetBlue learned 82% of passengers preferred cheaper tickets over free bags, so they changed pricing. They fixed airport issues quickly using Qualtrics alerts. JetBlue saw higher Net Promoter Scores and won 12 JD Power awards in a row.
Show More..

Qualtrics helped Aerolíneas Argentinas automate customer experience data collection and analysis. The airline increased survey response rates from 3% to... 13% per month. They used Qualtrics to redesign their catering menu, with 75% of customers supporting regional foods. Customer satisfaction and NPS improved, with NPS rising from 37 in 2019 to 52 in 2022. Customized dashboards and analytics enabled faster, data-driven decisions across departments.
Show More..

Qualtrics XM Platform helped ServiceNow improve customer experience by routing feedback to the right teams. ServiceNow streamlined 17 survey programs... and set up 31 action workflows, leading to over 10,000 follow-up actions. One customer’s NPS improved and their account value grew by more than 25% after fast follow-up. NPS scores for customers with follow-up are 12 points higher year over year. ServiceNow now measures the impact of experience investments and predicts effects on annual contract value.
Show More..

SAP used Qualtrics Experience Management solutions to boost employee engagement during the shift to remote and hybrid work. They moved from... annual surveys to high-frequency, event-triggered feedback, using SAP Qualtrics Employee Lifecycle and Candidate Experience tools. This approach increased engagement compared to pre-pandemic levels and kept survey participation high. The HR team reduced admin work, focusing more on strategy and action. Centralized data and real-time reporting helped SAP act quickly on employee feedback.
Show More..

Qualtrics helped Lumen boost its Net Promoter Score by 17 points year-over-year. Lumen combined experiential and operational data using a... real-time customer insights platform. This let agents use a daily Customer Health Score to improve communication and empathy. Employee recognition, powered by Qualtrics, made technicians nine times more likely to resolve issues in one visit. Lumen saw lower operational costs and higher customer loyalty.
Show More..

Qualtrics helped UPS improve its diversity, equity, and inclusion strategy for over 534,000 employees. UPS used Qualtrics to run DEI... surveys, analyze employee feedback, and identify areas for improvement. The company saw a 10-point increase in employees’ likelihood to recommend UPS. UPS launched the 'You belong at UPS' initiative and elevated its DEI officer role to the C-suite. Qualtrics enabled UPS to act on insights and support career growth for underrepresented groups.
Show More..

Qualtrics helped VRT, the Flemish public broadcaster, boost its UX testing by 750%. VRT used Qualtrics Site Intercept to collect... and analyze user feedback across 10+ websites and apps. The number of UX surveys jumped from 20 to 150, leading to dozens of UX improvements and higher transactional CSAT. Product owners now use data-driven insights to optimize digital products. VRT also improved digital accessibility for all users.
Show More..

Qualtrics helped Gabb get insights 98% faster using AI-powered synthetic data. Gabb compared synthetic and human panel data to understand... parents' views on kids' tech use. The new approach cut research costs by 50% and matched human data on key measures. Gabb now uses synthetic data for early testing and human panels for big decisions. This blended method lets Gabb move quickly and make better product and marketing choices.
Show More..

Qualtrics helped the University of Denver build a brand experience program. The university used Qualtrics to gather feedback from over... 1,600 people in seven markets. They found that a sense of belonging was the most important factor for students. Prospective students who saw a DU ad were eight times more likely to enroll. The university now uses Qualtrics for ongoing surveys to measure campaign impact.
Show More..

Qualtrics Experience Management helped Zillow after it acquired a competitor and grew from 800 to 3,000 employees. Zillow used Qualtrics... XM to run all employee feedback programs on one platform. This let them find and fix employee experience gaps fast. Automated driver analysis showed career development was key to keeping employees. Zillow created a leadership playbook and saw better favorability scores for career development. The platform improved employee engagement, satisfaction, and operating efficiency.
Show More..

Qualtrics ProductXM helps Stance create hit sock designs every season. Stance uses experience data to understand what customers want. This... lets them launch products that sell out fast. Designers get detailed feedback to keep innovating. Stance built strong buyer relationships and a cult following. They now lead in over 40 countries with bold, original socks.
Show More..

Qualtrics CX helped Dow transform its customer experience strategy. Dow used Qualtrics to survey customers, track CX progress, and overlay... operational metrics. Digital transformation led to a 450% increase in repeat website visitors and doubled lead conversion rates. Dow achieved $300 million in value, a 7% reduction in inventory, and a 20% improvement in CX index. Customer satisfaction and confidence in product availability also improved.
Show More..

Hilton used Qualtrics XM for Customer Experience to collect and analyze guest feedback in real time. They replaced traditional post-stay... surveys with a continuous listening program, engaging guests before, during, and after their stay. Hilton used messaging and AI-driven analytics to identify and resolve guest issues quickly, like improving towel quality. The Stay Experience Platform helped Hilton break down silos and put customer feedback at the center of their operations. Hilton achieved faster problem resolution and real-time insights into guest experiences.
Show More..

Tetra Pak improved their research speed by 300%. Customer surveys now take 2 minutes. They achieved a 55% response rate... from over 1,000 customers in the first year. Follow-up time with detractors reduced to 48 hours from 15 days.
Show More..

Tufts Medicine improved patient experience with Qualtrics. They saw a 10-point increase in NPS and 8% increase in hospital rating.... They expanded surveys in nine languages and improved data accessibility. They now respond quickly to patient feedback.
Show More..